Knowledge article

[sasi]

Hi All,

can anyone please help me the what is knowledge article and how to create. if you have any samples please send me

Thanks.

[asifnoor]

Hi Sasi,

Refer to these links. This should help you understand about knowledge articles better. It also has steps on how to create an article.

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task...

https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/product/knowledge_management/task...

Mark the comment as a correct answer if this answers your question.

[Neha Gupta4]

Hi Asifnoor, Do you have idea how can integrate knowledge article with service now chatbot in

Quebec version? 

Thanks in advance.

Regards,

Neha Gupta

[shubham jagtap · Accepted solution]

Hi,

The ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.

Knowledge Management has significantly changed with Knowledge v3, which is enabled by default for all instances starting with the Fuji release.

Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

Create a knowledge article

Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.

About this task

Users with at least one role can create and edit knowledge. These users are known as knowledge contributors. Users without any role can read articles and submit feedback, but cannot create or edit articles.

Some knowledge bases may allow only certain users to contribute. For example, a member of the IT department can create knowledge articles in the IT knowledge base, such as desktop support information or articles describing company IT processes.

Procedure

1. Navigate to Self-Service > Knowledge.
2. Click Create An Article.

   

   Note: You must have user criteria "Can contribute" permission for at least one active knowledge base, otherwise the Create An Articlebutton does not appear. See Knowledge Management v3 migration and Knowledge manager.
3. Select an article template.
   Note: To view an article template, you must activate the article templates feature and enable the desired templates. For more information, see Knowledge article templates.
4. Fill in the fields on the form, as appropriate.

   Knowledge form

   Field	Description
   Knowledge Base	The knowledge base selected for this article. Note: An article can only be associated with one knowledge base.
   Category	The category for this article. Select a Knowledge Base before you can select a category. Articles without a category appear on the knowledge homepage in the (empty) category.
   Published	The date this knowledge article was published. This value is set when the article is published.
   Valid to	The date this knowledge article expires. Articles do not appear in search results after the valid to date, or if the valid to date is empty.
   Article type	The type of article, either HTML or wiki. Note: This field is only visible in the standard template.
   Workflow	[Read-Only] The publication state of the article, such as Draft or Published. When inserting a new article from an existing article, the state of the new article is reset to Draft.
   Source	The task this knowledge article was created in response to, if any. This field is set automatically when you create the knowledge article from a task record.
   Attachment link	Check box for downloading an attached file automatically when a user accesses the article, instead of opening the article view. Add one or more attachments to the article to use this option. Note: You may attach multiple files, but most web browsers permit users to download only the first one. To ensure download of all the files, bundle them into an archive, such as with WinZip, and attach the archive.
   Display attachments	Check box for displaying attachments to users viewing this knowledge article. Attachments appear below the article text. Add one or more attachments to the article to use this option.
   Short description	The title of the article. This title appears when browsing and searching knowledge, and at the top of the article.
   Text	Content for the article. Use the HTML editor to create content. A preview of the content appears when browsing and searching knowledge.

5. Click Submit to create the article.

What to do next

After saving the article record, you can add tags to further organize the article.

Any additional steps required to publish the article, such as approvals, depend on the publishing workflow for the knowledge base.

For more information you can refer below link:

https://www.youtube.com/results?search_query=knowledge+article+in+servicenow

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task/t_CreateAKnowledgeArticle.html

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/topic/p_KnowledgeManagment.html

After going throw this please mark it as correct/helpfull.

Thank you

[Michael QCKM]

To answer this question beyond what ServiceNow provides - using the KCS Methodology for Knowledge Management as your guide - look at these links;

• https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/040/010/020
• https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/030/030/020/010
• https://www.thekcsacademy.net/2019/07/article-templates/